How to Use Ftax Support (6:00)
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How to Use Ftax Support - Step by Step Instructions
It is our aim to make the purchase, completion, submission to HMRC and record keeping as simple as possible. If you need help however, there are a number of ways in which we are happy to assist. This guide explains how to use Ftax Support. It is broken down into the following steps which explain how to:
- Hover over a field to see a pop up with advice as to what is required in this field
- Access HMRC's own notes on completion of the form
- Use Ftax's FAQs
- Watch an Ftax video
- Read an Ftax guide
- Create a support ticket
1. Hover over a field to see a pop up with advice as to what is required in this field
Problems with your Ftax form are often highlighted when you try to move to the next page. This can also happen when you try to Calculate or Submit. A pop up will tell you what the problem is and what to do next.
Even if a field is not highlighted, you can still roll your mouse over any field for advice on what is required:
2. Access HMRC's own notes on completion of the form
HMRC's own advice notes for each form are available via Ftax forms. A button at the top of each section of every form may be clicked to take you to the relevant 'Notes' section of the HMRC site:
3. Use Ftax's FAQs
A large number of answers to our customers' most Frequently Asked Questions are available via the Ftax website. From the Ftax home page, click on 'Support' and then 'FAQs'. These can be filtered by form, type of user and stage:
4. Watch an Ftax video
You can also watch videos describing various aspects of the Ftax service. Go to our website and click on the Support tab. Again, filters are available to help you get the answer you need. Subtitles for each video are available.
5. Read an Ftax guide
If you prefer to read information rather than watch videos, written guides are also available. Simply scroll down past each video to see the same subject covered in a written, illustrated format:
6. Create a support ticket
If you are still having problems, you can create a support ticket in order to ask the Ftax team to help you. Your support request will be quickly answered by email. If the problem cannot be resolved rapidly then we will phone you.
Before submitting a support ticket, remember to download the latest version of the form from our website, you may find that your problem has already been solved. The latest version number of each form is displayed on the support tab:
You can check your form's version number by opening the form with Adobe Reader and looking at the bottom lefthand corner of the opening page:
If you are not using the latest version, log in to your Ftax account, click 'download' on the appropriate form and save it in a known location:
To create a support ticket, log in to the Ftax website, click on the Support tab and choose option 3. You will be asked to confirm that you have checked our FAQs and videos to find a solution:
If you have done so but are still having problems, choose option 3 again and click the red 'here' to send a support request:
If you're having difficulties using a form, please attach your entire PDF form here so we can see what you're seeing. If your query concerns the CT600 then your problem will be resolved faster if you also attach both the iXBRL Computations and Accounts files.
We may also ask you to send us your Ftax Account username and password so that we can see exactly what you see. You may wish to change the password before you do this and change back after the issue has been resolved. You can change your password by logging in to your Ftax account, clicking on your email address at the top righthand corner of the homepage and selecting 'My Account'. Scroll down and the change password feature can be found at the bottom of this screen:
Files are uploaded using a secure, encrypted connection, only Ftax Support staff can view the files you upload. For more information, please read our Privacy Policy.